Overview

You have an email account configured to forward emails to your Kayako Classic On-Demand Pipe Email Address.  Emails forwarded to your Kayako Classic On-Demand Pipe Email Address are bouncing back instead of generating or showing as tickets. As a result, support mailbox is getting flooded with thousands of NDRs (non-delivery reports) sent by the Kayako Classic server and for customers using Office 365 this can result in support emails getting blocked due to the mailbox getting flooded with NDRs from the Kayako Classic server.

Below is an example of the expected bounce-back response:

This is the mail system at host email.containerXX.kayako.com.

I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can
delete your own text from the attached returned message.

Solution

The bounce-back response indicates there is an issue with Kayako Classic receiving emails forwarded to your Kayako Classic On-Demand Pipe Email Address. This issue will need to be addressed by the Kayako Classic Infrastructure team, please open a Kayako Classic Support ticket and include the following information:

• The Email Address that forwards emails to the Kayako Classic Pipe email address.
• The Email address of the Kayako Classic Pipe Email Address that is not processing emails.
• A sample of the bounce-back response when an email is forwarded to the Kayako Classic Pipe Email Address.

Please note that emails sent by customers during the incident would have been lost and would need to be resent. 

<supportagent>

For Support Agents Only:

You will need to raise a KAYAKOC SaaS Incident as described in the Kayako Classic Component Routing Table with the information listed above to have the SaaS infrastructure team investigate and resolve this issue for the customer. 

</supportagent>